JOB DESCRIPTION

Build and maintain strong customer rapport.  Show care to each customer by using patience, attentiveness, willingness to help while being professional and showing respect.  Receive, listen to, and respond to inbound calls from customers. Receive/resolve complaints and general calls regarding service, billing, payment, and other service-related issues. Consult, multi-task, and problem solve with the customers which includes handling complaints.  Data entry with speed and accuracy. Apply skills to maximize Net Promoter Score and other key customer satisfaction indicators, including quality assurance scores.

 

JOB REQUIREMENTS

Minimum Education and Experience:

High School Diploma or GED required. Customer service experience; upsells experience is a plus. Phone-related customer service a major plus. Base knowledge with Microsoft Windows,Word, Excel applications. Base knowledge on computer skills. Bilingual language skills (English and Spanish), English level B2.

QUALIFICATIONS

Required Skills and Abilities:

Proficient in multi-tasking within several computer applications and databases. Strong customer service focus. Ability to multi-task, and problem solve with the customers which includes handling complaints. Strong abilities to care for each customer by using patience, attentiveness, willingness to help while being professional and showing respect. Able to improve speed, accuracy and quality results by adhering to standards and guidelines.